support

 

products
do you have gift cards?

Yes! Gift cards are for sale in our webshop.
If you would like to send someone a fysical gift card through the mail, please contact us at charlotte@foekjefleur.com

are the vases waterproof?
Yes! The inside of the vases are glazed to make it waterproof and suitable as a vase or container. When you fill the bottle with water sometimes you will spill some water on the outside of the bottle, please dry this with a towel before placing the vase on any surface to prevent staining.

are the products dishwasher proof?
The bubble buddy can go in the dishwasher. We do not recommend to put the bottle vases in the dishwasher.

can I buy B-choice products / samples?
We try to have a sample / b-choice sale every year and will be announced on instagram.

product care
how do i take care of the bottle vases?
We’re taking our responsibility for the environment by making products that are high-quality and last long when handeled with care. Please follow these instructions to keep the outer surface of the bottle vases in pristine state. After using the vase, wash the bottle with mild soap, warm water and a brush. Leave it to dry on a clean towel. Grease stains can be removed by rubbing in soft soap, leaving it overnight and cleaning as directed above. Always keep this bottle indoors and store in a dry place as moist dirt might get into the outer surface over time. Liquids can also be stored in the bottle vase; we suggest using a cork to close the bottle.

how do i take care of the bubble buddies?
Use it with care but the bubble buddy only need some love sometimes. No special needs.

how do i take care of the soaps?
Please try to store the soap at a dry and cool place so the quality is the soap is more guaranteed.
new colours & collections
when is the new collection coming?
We are always working on new products. The vases are never out of fashion and we try to have new colour/shape combinations every year. When you find a beautiful shape during collecting trash please send us a picture through instagram, we might use it in a new collection.

Sign up for our newsletter to be the first to know when a new collection or product is coming!

Can I reserve items from a coming collection or new stock?
We can’t reserve items in any situation but we if you send us an email we will make sure you will be one of the first to know of the new stock!
when will you have new stock?
Our collection is restocked a few times within the year. Special collections are limited to one production. New stock is announced on instagram and in our newsletter.

order
how do i place an order?
Ordering through our online store is really easy. Browse the collection and place your favourite products in the shopping cart. When you have selected all the items you want, click on the cart at the top right corner of the screen and continue to ‘checkout’. Just follow the steps as they appear on the screen, and that’s it; your order has been placed!

By ordering and purchasing items from our website, you agree with our general terms and conditions.

can i change an order after i placed it?

Once we receive your order, we start working on it right away. We are unable to make changes on orders that have already been placed. We may be able to cancel your order before shipping. The fastest way is by e-mailing us at charlotte@foekjefleur.com. We speak English and Dutch.

does the order come with a printed receipt?
You can find your receipt in your email. We try to limit our printing as much as possible!

what do i do if i have not received my order confirmation?
Our email can sometimes end up in your spam folder. If it’s not there, send us an email at charlotte@foekjefleur.com and we will find out what went wrong. Please provide us with your full name and order number.

i received an order confirmation, but i didn’t pay for it. how do i cancel this order?
There is no need to cancel an order if you didn’t pay for it! We will cancel it for you.

i have received a message that my order got cancelled. i still want it! what should i do?
Check the order number of the cancellation with the number on your order confirmation. If the numbers are not the same, then you can ignore the email. If they are the same, first check your bank account to see if your payment went through. If the order numbers are the same, and you have proof of payment, please contact us at charlotte@foekjefleur.com and we will fix this problem asap for you!

i can’t seem to place an order, what should i do?
Send us an email and we will help you fix this problem.

how do i get my product gift wrapped?
Are you sending a gift? We’ve got you! We’re still working on this and hope to have it online as soon as possible! We never put the receipt in the parcel so that you can send your gifts directly.
payment

what payment methods do you accept?
We accept the following payment methods:
1. IDEAL
2. VISA
3. Mastercard
4. Paypal

Mollie payments safely processes all our IDEAL, VISA and Mastercard payments.

All our prices are in Euros, including VAT but excluding the costs for shipping and handling. Though Foekje Fleur strives to display the right prices on its website, errors may occur.

why was my payment method declined?
Something must have gone wrong! Please contact us at charlotte@foekjefleur.com
why are the prices on my receipt different than on the webshop?
Our receipts show all prices excluding VAT. The VAT is concluded at the end of the receipt.
tax-free shopping

We do not offer tax-free shopping in our webshop but do send us an email!

shipping
how is my order delivered?
Your order will be handled by our warehouse and shipped with PostNL, DPD or DHL. Tracking information will be sent to the provided email address.

If you live near Rotterdam, please consider the environment and choose for a pick up in our warehouse (Ridderkerk)!

do you ship internationally?

Yes! We ship to all countries worldwide. Customs may charge additional duties and taxes.
shipping time
All orders placed on weekdays will be shipped within 24h. Please note we do not ship on Saturdays, Sundays or holidays. In the week after the launch of a new collection or big re-stock, orders can ship with a delay of 2-3 workdays. Please keep in mind that due to the current situation there could be a delay on your package.

shipping time
                           Netherlands      Belgium       Germany        Rest of Europe       Rest of the world
Shipping time    1 – 3 days       1 – 3 days     2 – 4 days            6 – 9 days               10 – 14 days

how can i change my address?
Oops! If you made a mistake during the checkout process, please make sure you contact us as soon as possible. The fastest way to do this is by calling us: +31 6 20725387. Monday – Friday 10 am till 5 pm CET. We speak English and Dutch.
If you live in a different timezone, please email us at charlotte@foekjefleur.com, subject: ‘address change’.

We may be able to change your information, but if the parcel has already left our warehouse, there is nothing we can do.
You can also change your address to a pickup point from the track & trace link you received in your mail. If you need help with this please contact the shipping company.

how can i track my delivery?
Every parcel we send out will receive a tracking number. Your tracking number will be sent to you via a separate email. Please allow at least 12 hours for the tracking information to update before reviewing your shipment status.

If you haven’t received an email, check your spam folder. Still nothing? We can help you with that, just shoot an email to charlotte@foekjefleur.com

what do i do if my package is lost?
We are sorry to hear your package got lost in the mail! The easiest and fastest way to receive information is by going directly to our transport partner find their contact information on the tracking website. If you can’t find their details or they are unable to clarify the problem, email us at charlotte@foekjefleur.com. We’ll be happy to help you to resolve your issue!

taxes & duties
International shipments are subject to duties and fees that vary by country and are based on the value of your order. The amount calculated depends on the destination country’s tax and valuation method.
returns

returns
how can i return my order?
If you change your mind or are dissatisfied with the purchased goods, it is possible to return the item(s) you ordered within 14 days following the delivery of your order. Please note that all sale items are final sales and may not be returned.

Simply download the returns form and enclose it in your package and send us an e-mail to charlotte@foekjefleur.com with your name, ordernumber and what you will return. Please also let us know if you would have a refund or coupon code to exchange the product.

Send your package to:
FOEKJE FLEUR ATT. RETURNS
Schaapherderweg 1b-828
2988CK Ridderkerk
The Netherlands

We expect the returned item(s) to be unused and in its original condition and packaging.
The item is your responsibility until it reaches us and the costs of returning the item to us are at your expense. We recommend that you send the parcel using a delivery service that insures you for the value of the goods. Make sure you get a tracking number for your shipment.

Once your returned item has arrived, we’ll need 6-8 business days to process it. Please allow an additional 2-3 business days for the transaction to appear on your bank account.

can i exchange my order?
If you would like to exchange an item, please return the item you do not wish to keep and place a new order for the desired exchange item. We can give you a couponcode but please send us an email first!

can i return or exchange my order in one of your stores?
No, sorry at the moment we don’t have our own store but it could be in our warehouse. Please send us an email and we will check what we can do.

can i return a product purchased from a retailer?
Products bought at one of our retailers need to be returned at the store of purchase.

can i exchange a gift?
To exchange an item you received as a gift you’ll need the original receipt or order confirmation. Please send us an email at charlotte@foekjefleur.com.

how long does it take to process a return?
Once your returned item has arrived, we’ll need 6-8 business days to process it. Please allow an additional 2-3 business days for the transaction to appear on your bank account.
how do i get my refund?
We’ll transfer the refund back into the account which was used to place the order. The bank transfer may be under the name of Mollie payments. Or if desired we can give you a couponcode you can use in the shop.

i received the wrong items. what should i do?
We’re very sorry! But we’ll make it right. If you received incorrect items in your shipment, please contact us as soon as possible. Email us at charlotte@foekjefleur.com .

what happens if you don’t receive my return?
The item is your responsibility until it reaches us and the costs of returning the item to us are at your expense. We recommend that you send the parcel using a delivery service that insures you for the value of the goods. Make sure you get a tracking number for your shipment.

warranty
All products purchased through foekjefleur.com have a two-month warranty for material and manufacturing defects. After the two-month warranty limit, please do send us an email and we will check what we can do.

Material and manufacturing defects are rare, but if it happens, please send us an email at charlotte@foekjefleur.com. We always require a copy of your receipt or bank transfer to settle the warranty.

For international warranty claims: We’re happy to ship replacements for defective products, but we are unable to reimburse for additional duties and fees that may be charged by Customs as a result.

For warranty claims on products purchased outside of foekjefleur.com: We’re always happy to answer questions related to our products, but we are unable to process any returns, credits, or replacements for products purchased at one of our retailers.

Please note that our warranty does not cover general user damage.

sustainability
We are very much focused on reducing our ecological footprint through the choices we make in food, lifestyle, and production chain. We want to use fewer products and take care of the things we have.

Foekje Fleur sets high standards for the materials we use, and we only work with partners we trust.
factory
We ethically produce all our products in Europe and China. We are in close contact with the production facility, so we have a good sight on the working environment and are sure that the workers work in safe and fair conditions.

packaging

We’ve all paper packaging. Paper has much less of an ecological impact, as it is much easier to recycle. We also got rid of all small plastics. We pack the products with recycled and re-used filling material. Please let us know if you find plastics inside. We reuse all protective plastics and boxes that our fabric uses for their shipments.
When you order at foekjefleur.com, you won’t find unnecessary documents in your parcel, like return forms that you might not use. You can download everything on our website. We think small actions like this to be crucial for a better future.

b-choice

We want A-quality products in our shop but people make mistakes! So once in a while we will have a sample and b-choice sale where you can buy the products with discount.

careers
Interns
We’re always looking for co-operations and interns do please send us your resume or your plan! 😀